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Perbankan Digital, Pengalaman Nasabah dan Pengaruhnya Terhadap Kinerja Keuangan Bank Syariah di Indonesia

Digital Banking, Customer Experience and the Influence on Islamic Bank Financial Performance in Indonesia

Tesis, 008 / 2019 / MTKPS
Master Theses from JBPTPPOLBAN / 2019-11-19 12:20:13
By : Vera Vebiana - 175168011 (vera.vebiana@gmail.com)
Created : 2019-11-19, with 4 files

Keyword : Perbankan Digital, Pengalaman Nasabah, Kepuasan Nasabah, Loyalitas Nasabah, Kinerja Keuangan
Subject : Digital Banking, Customer Experience, Customer Satisfaction, Customer Loyalty, Financial Performance

Penelitian ini bertujuan untuk melihat hubungan antara Kenyamanan, Kualitas Fungsional, Digital Banking Service Quality, Merek/Kepercayaan, Employee Customer Engagement, Digital Banking Inovation, Pengalaman Pelanggan, Kepuasan Pelanggan, Loyalitas Pelanggan, dan Kinerja Keuangan Bank Syariah. Penentu pengalaman pelanggan dalam digital banking dapat dillihat dalam kualitas pelayanan dan dapat dirasakan langsung kegunaan dan risikonya. Penelitian ini menggunakan data primer yang diambil langsung dari lapangan dengan menggunakan data kuesioner dengan jumlah responden sebanyak 300 responden. Teknik analisis yang digunakan adalah analisis jalur dengan Partial Least Square Structural Equation Model (PLS-SEM). Hasil penelitian ini menunjukkan bahwa digital banking yang diukur melalui Kenyamanan, Merek/Kepercayaan, Employee Customer Engagement, Digital Banking Inovation memiliki pengaruh signifikan terhadap pengalaman nasabah. Pengalaman nasabah memiliki pengaruh signifikan terhadap kepuasan dan loyalitas serta kepuasan memiliki pengaruh signifikan terhadap kinerja keuangan. Hasil penelitian ini dapat dijadikan pertimbangan bagi perusahaan untuk dapat meningkatkan kinerja bank dalam melayani nasabah dan meningkatkan kinerja keuangan. Kata Kunci: Perbankan Digital, Pengalaman Nasabah, Kepuasan Nasabah, Loyalitas Nasabah, Kinerja Keuangan.

Description Alternative :

This research aims to look at the relationship between Convenience, Functional Quality, Digital Banking Service Quality, Brand/ Trust, Employee Customer Engagement, Digital Banking Innovation, Customer Experience, Customer Satisfaction, Customer Loyalty, and Financial Performance of Islamic Banks.Customer experience in digital banking can be determined through the service quality so the uses and risks can be experienced directly. This study used primary data taken directly by using questionnaire with 300 respondents. The analysis technique used was path analysis with Partial Least Square Structural Equation Model (PLS-SEM). The results of this study indicate that Convenience, Brand/Trust, Employee Customer Engagement, and digital banking innovation have an influence on customer experience. Customer experience has a significant effect on satisfaction and loyalty and satisfaction has a significant effect on financial performance. The results of this study can be used as consideration for companies to improve the bank performance in serving customers and bank employees must have a friendly attitude for customers to feel comfortable. Keywords: Digital Banking, Customer Experience, Customer Satisfaction, Customer Loyalty, Financial Performance.

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PropertyValue
Publisher IDJBPTPPOLBAN
Organization
Contact NameHelmi Purwanti
AddressJl. Trsn. Gegerkalong Hilir Ds. Ciwaruga
CityBandung
RegionJawa Barat
CountryIndonesia
Phone022 201 3789 ext. 168, 169, 239
Fax022 201 3889
Administrator E-mailhelmi.purwanti@polban.ac.id
CKO E-mailhelmi.purwanti@polban.ac.id

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  • Pembimbing: Marwansyah, S.E. M.Si., Ph.D., Editor: Erlin Arvelina

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